Noha A. Ebrahim Email and Phone Number

1- Manage, lead, train and develop call center staff to extend individual skills and achieve overall objectives.2- Monitored and analyzed service activities to consistently exceed committed service levels, resulting in a 20% reduction in customer complaints and a 15% increase in customer satisfaction scores.3- Manage relationship with internal and external clients of the call center4- Conducted workload assessments and devised new operational processes that led to a 40% increase in productivity.5- Implemented a comprehensive KPI tracking system for customer service department, resulting in a 30% reduction in average response time.6- Supervised customer service representatives, assessed performance and organized development plans to diminish process lags.7- Determined contract requirements, special provisions, terms and conditions to ensure adherence with appropriate laws, regulations and corporate policies.8- Maintain frequent contact with managers/directors and all internal and external customers.9- Managed a process re‑engineering project to improve and consolidate end‑to‑end service processes; restructured communication flow among 4 departments and cut down paperwork by 60%.

1- Made recommendations to management on ways to improve customer care and service.2- Answered customer queries on new products, services and sales offers to increase sales.3- Identified customer needs by listening attentively and connecting to relevant departments or personnel.4- Built and maintained strong working relationships with colleagues to help deliver exceptional customer service.5- Identified problem areas for customer care department and presented ideas for improvement.

1-Trained and mentored customer service team in service standards, loyalty programs and sales techniques.2- Input customer information, call notes and personal data onto internal database.3- Supported customer satisfaction, addressing escalated complaints with diplomacy and acknowledgment.4- Resolved customer queries over phone and by email.5- Assisted customers with important purchasing choices, identifying needs and employing product expertise to make appropriate suggestions.6- Addressed customer service enquires quickly and accurately.7- Assisted customers with product‑related questions, feedback and complaints.